CUSTOMER SERVICE MANAGER

Role Overview

oCommerce brands Compensation: Approximately USD 1,000 per month. Schedule: Agreed working hours aligned with team coverage and US customer-service needs. oCommerce owns and operates consumer brands supported by shared teams. We are hiring an experienced Customer Service Manager with an exceptional sense of ownership to lead customer support across our ecommerce portfolio. You will take responsibility for difficult customer issues through to a confirmed resolution. We need someone who can make thoughtful decisions about refunds, replacements, credits, and other remedies, balancing fairness, customer goodwill, and the impact on our P&L. You should help customers feel heard and fairly treated, choose proportionate solutions, and take action within agreed authority. You will also lead the team, strengthen processes, and work with operations to prevent the problems behind recurring complaints.

Key Responsibilities

• Take ownership of difficult customer issues through completion, coordinate the necessary internal action, keep customers informed, and confirm that promised resolutions happen.
• Use sound judgment to choose fair, proportionate remedies, considering what happened, the customer's circumstances and history, our responsibility, and the cost and effect of the available options.
• Make decisions within agreed authority and handle policy exceptions thoughtfully; bring unusual or material cases forward with the facts and a recommended solution.
• Lead daily team priorities, coverage, handovers, and accountability, coaching agents to take ownership and exercise good judgment.
• Build practical SOPs, response templates, and escalation guidance that support consistent service and appropriate decisions for individual situations.
• Monitor service quality, customer satisfaction, backlog, repeat contacts, and the costs of refunds, replacements, credits, and additional shipping.
• Handle complex order, delivery, return, refund, and product-quality issues calmly, explaining decisions clearly and preserving customer goodwill.
• Work with fulfillment, operations, finance, and brand teams to fix recurring problems and reduce preventable support costs.
• Maintain accurate Shopify and helpdesk records, including the reason for a remedy, its cost, and the final outcome.
• Oversee customer reviews, feedback, and helpdesk automation, preserving each brand's voice and checking response quality.
• Provide concise reports that connect customer outcomes, team performance, and the financial impact of service decisions.
• Your first 90 days — First 30 days: Review customer issues, service quality, team capability, and resolution costs. Agree decision authority and escalation boundaries.
• Days 31-60: Introduce practical resolution guidance, consistent coaching, and clear ownership of open cases. Address recurring service and coverage gaps.
• Days 61-90: Demonstrate progress in customer outcomes and timely resolution while reducing preventable support costs against agreed baselines.

Qualifications & Skills

• At least 5 years in customer service, including at least 2 years directly managing or supervising an ecommerce customer service team.
• Proven ownership of complex customer issues and examples of decisions that preserved customer goodwill while managing costs responsibly.
• Strong experience with Shopify order workflows and a helpdesk such as Gorgias, Zendesk, or a comparable platform.
• Evidence of coaching agents, building SOPs, improving service metrics, and maintaining service quality.
• Excellent written and spoken English, with calm, clear communication and strong de-escalation skills when supporting US customers.
• Commercial judgment: you understand how refunds, replacements, shipping, repeat contacts, and customer retention affect the business's P&L.
• A reliable computer, internet connection, quiet call environment, and practical backup arrangements for interruptions.
• Preferred experience: Experience supporting several ecommerce brands, leading remote agents, and managing apparel returns or other product-specific support policies is an advantage.

What we're looking for

• You take personal responsibility for getting the customer's problem resolved, even when several teams need to act. You follow through without repeated reminders.
• You can explain why a resolution is fair to the customer and commercially sensible for the business, and help your team make similarly thoughtful decisions.

What we offer

• A fully remote, full-time role for someone based in the Philippines.
• Approximately USD 1,000 per month, with final compensation and working hours agreed during hiring.
• Responsibility for improving customer support across several brands, with direct collaboration with operations and brand teams.

Our hiring process

• Application review, including your resume, video introduction, and examples of ownership and team leadership.
• An interview about customer-resolution judgment, commercial tradeoffs, service improvements, and team management.
• A short customer-resolution exercise assessing both the proposed remedy and the message to the customer, with the scope and expected time shared in advance.
• Final leadership conversation and reference checks before an offer.
• How to apply: Apply through ocommerce.co. Submit a link to your resume, a 2-3 minute video introduction in English, and answers to the role-specific application questions. Both links are required and must be accessible without an access request. Speak naturally in your own voice; a simple phone or webcam recording is sufficient.